Legals

Legal and regulatory compliance information

CampaignAgent is regulated by the Australian Securities and Investments Commission (ASIC), the Australian Competition and Consumer Commission (ACCC) and AUSTRAC.

Terms and conditions

By accessing or using the Website, you agree to be bound by our Terms and Conditions. If you do not agree to our Terms and Conditions or any revisions of this Website, you should not use this Website and/or any information derived as a result of the use of this Website.

Privacy policy

We are committed to putting you in control of your privacy, whilst maintaining our primary responsibility to ensure that CampaignAgent is a secure partner to facilitate property transactions. These responsibilities extend to, amongst other things, fraud, money laundering and other crime prevention; to careful credit assessment using manual and automated data collection; and to validating the identity of all users of CampaignAgent in accordance with Australian laws. View our privacy policy.

Complaints

We hope you will not have cause to do so, but if you have a complaint, in the first instance, please email us at complaints@campaignagent.com.au or call us on 1300 882 622.

If you feel we haven’t addressed your problem adequately after using our internal complaints procedure, we can provide you with the contact details of the Australian Financial Complaints Authority (AFCA), of which CampaignAgent is a member (number 41151).

Hardship

CampaignAgent was founded to help property vendors (our customers) get the best possible outcome when selling their most valuable asset – their home. We appreciate that not all sales campaigns are successful, that circumstances may change, and life can get in the way of the best laid plans, making it difficult to pay your CampaignAgent bill. Our Hardship Policy exists to help customers who are unable to meet their payments due in accordance with their VPAPay agreement. Based on individual circumstances we allow some extra time to make repayments and ensure no additional fees are incurred. Our support stretches over a wide range of circumstances that include natural disaster, redundancy or recent unemployment, sudden illness, relationship breakdown, domestic or family violence or other personal reasons impacting your ability to meet your financial obligations.

How do I apply for hardship?

Please get in touch with us by visiting our help centre as soon as you can and one of our customer service team members will provide you with the necessary support. We’ll ask you to fill in an application form outlining the information we need to assess your request for assistance.

We take all applications for hardship seriously and will do everything possible to ensure that applications are dealt with quickly. Every effort will be made to ensure that appropriate arrangements are made for anyone who is experiencing hardship.

CampaignAgent treats all hardship applications as urgent matters and will confirm the outcome of the hardship application in writing within 21 days from the date of receipt of the application.

What types of hardship arrangements are available?

If your application is approved, you may be offered one of the following arrangements:

Extension of the term of your payment arrangement so you can make smaller payments over a longer period;

Postponement of any payments due for a certain period of time; and/or

If applicable, we’ll waive late fees.

We are committed to helping you overcome your hardship and still meet your obligations to CampaignAgent, so if you have another reasonable solution, we’re happy to consider it.

How does CampaignAgent assess my hardship application?

We know everyone’s needs are different, so we assess each application on a case-by-case basis.

If we assess that you can reasonably meet your payments by making a change to your terms, we are usually happy to help.